The Wednesday 2005-01-12 at 10:50 -0000, Kevin Donnelly wrote:
However, I am talking about a case where I cannot even get the software installed. Note software for which I paid money. Suse 9.0 works. Suse 9.2 doesn't. Formatting as an ext2fs works, an ext3fs doesn't (nor does reiser). Something support has not addressed.
Yes, but what you're asking for in effect is a guarantee that you can install SUSE without problems on any machine of your choosing. The free support can't do that - they can provide best efforts to try and answer your questions, but even then there may just be something about your machine that they've never come across, and couldn't sort out without a large expenditure of effort. The word is "support" (ie help) - there's no guarantees about it.
No, what he asked for is that the support personnel read his emails fully, and the track report, before answering to a minor issue instead of the big problem he was asking about. Check his first email: |> I opened up a support request and each time I reply to what SuSE |> support tells me to do, it is as if they did not read the whole |> message, let alone the rest of the problem history. So, they end up |> picking out one minor issue (such as one of 10 messages) and make some |> comment or suggestion about that. In essence, despite having paid for |> the software, I am no where near getting it installed. Had anyone else |> had the same bad experience with SuSE support? That is what he complained about, and Hartmut (A SuSE employee, or related to them, I understand) promptly asked him for the ticket number in order to look it up. And that is very nice of him, but I'm not sure if James noticed that email :-) -- Cheers, Carlos Robinson